Compliments, Concerns and Complaints

When you raise a complaint with us, this is considered Stage 1 of our complaints process (local resolution).

At this stage, your concern will be reviewed by the local service team, who will investigate the issue and provide you with a response. If you are not satisfied with the response, please raise your concerns and the local service team will review them and provide a further response where appropriate.

If you remain unhappy after receiving the Stage 1 response, you may request a Stage 2 review. This is carried out at a national Circle Health Group level, where your complaint will be reviewed to ensure it has been handled appropriately.

If you are still dissatisfied after Stage 2, or if you prefer not to use this process, you have the right to raise your complaint externally with the Parliamentary and Health Service Ombudsman (PHSO) (please see "How to escalate a complaint" below - and note that the PHSO currently has a wait time of up to 6 months).

Before Raising a Formal Complaint

If your concern relates to an appointment, referral, scan, or another aspect of your care, please contact your local Circle service in the first instance. In many cases, the service can resolve issues more quickly and directly.  Click here for local contact details.

Raising a formal complaint

If your concern has not been resolved after contacting your local service, you may then wish to make a formal complaint.

Please note that a formal complaint involves a detailed investigation and therefore takes longer to resolve. We are currently experiencing a higher-than-usual volume of complaints, and our response times are currently up to 12 weeks. We appreciate your patience and understanding during this period.

Information to Include

To help us review your complaint as efficiently as possible, please provide:

Patient details:

• Full name
• Date of birth
• NHS number (if known)

Complaint details:

• A summary of your concerns
• The outcome you would like to achieve
• Whether you are the patient or contacting us on behalf of someone else

If you are contacting us on behalf of someone else:

• Please provide evidence that you have their consent to do so. This may include confirmation that you are recorded on their patient record or written, signed consent from the patient.

If Your Condition Has Changed

If you feel your condition has worsened, please contact your GP practice. If clinically appropriate, they can provide an updated assessment to our team so that your care can be reviewed. Please note that the PALS and Complaints Team cannot arrange clinical reassessment or changes to clinical priority.

How to Submit a Complaint

Email
[email protected]

Write to us
Quality Team
Circle Integrated Care
Lakeview House
Priory Business Park
Fraser Road
MK44 3WH

What Happens Next?

Once your complaint has been submitted, you will receive an automated acknowledgement confirming receipt.

If your correspondence is accepted as a formal complaint, we will notify you and begin a full investigation. Due to the current volume of complaints, our response times are longer than usual and may take up to 12 weeks.

Throughout the investigation, we will provide either a written response or a progress update every 20 working days until your complaint has been resolved.

Thank you for your patience and for giving us the opportunity to review your concerns.

If you are not satisfied with your Stage 1 response, you can request a Stage 2 review.

A Stage 2 review looks at how your complaint was investigated and handled during Stage 1. This helps ensure that your concerns were considered fairly and that the investigation was carried out appropriately. The review may identify further learning or alternative ways to resolve your concerns.

Please note that Stage 2 reviews the original investigation rather than repeating it.

If you would like to request a Stage 2 review, please do so within 12 months of receiving your Stage 1 response.

You can contact:

Group Director of Clinical Governance and Quality Improvement
Circle Health Group
National Enquiry Centre
Unit 1, Cameron Court
Cameron Street
Hillington Park
Glasgow
G52 4JH

Email: [email protected]

As an alternative to a Stage 2 review, you may contact the Complaints Team at your local area Integrated Care Board.

Independent review

If you remain unhappy after the Stage 2 review, or if you would prefer not to use the Stage 2 process, you can contact the Parliamentary and Health Service Ombudsman (PHSO).  Please note that the PHSO currently has a wait time of up to 6 months.

Parliamentary and Health Service Ombudsman
 Millbank Tower
 30 Millbank
 London
 SW1P 4QP

Website: https://www.ombudsman.org.uk

If you would like support with raising a concern, you can contact your local Complaints Advocacy Service, who will be able to guide you through the process.

If you live in Hertfordshire, North Hampshire, Greenwich or Rushcliffe, you can contact POhWER 

If you live in Bedfordshire or Wolverhampton, you can contact VoiceAbility

You are always welcome to give feedback on any NHS services to Healthwatch, the independent health and social care champion.

Click here to find your local Healthwatch provider.

People who use our service are able to use our complaints process and know that:

• They will be treated fairly and their concerns responded to in a way that respects their human rights and diversity.
• They will be able and assisted, where required, to make a complaint in any way they feel comfortable.
• Making a complaint will not cause them to be discriminated against.

Everyone working for the NHS has a legal duty to keep information about you confidential.